Call center software
Smarter software. Empowered employees. Happier customers.
Customers expect seamless cross-channel support — and yesterday’s phone system isn’t up to the task. Respond in real time via your website, social media channels and live chat. Create customer and agent experiences that effortlessly blend automated and human resources. Know your customer and have the relevant context to engage with the right help when it matters.
of consumers say a company is only as good as its service
Genesys + Savanta, 2021
of consumers will recommend and buy more, more often from brands that consistently presonalize interactions
Genesys State of CX, 2021
of CX frontrunners say AI enables more empathic customer journeys
Genesys State of CX, 2021
Customer expectations are higher than ever. Meeting them means having the right tools, people and strategies in place.
Genesys makes it possible to deliver unique, personalized experiences your customers will love. You can scale to keep pace with both customer preferences and business demands. With our comprehensive capabilities and advanced features, you can always put customers first.
No matter where the interaction begins or where the conversation goes, the Genesys Cloud CX™ platform delivers frictionless familiarity. Using intelligent orchestration, it delivers connectivity — across teams, tools and interactions — so customers feel understood and agents feel empowered with smart, innovative solutions.
For seamless experiences and what’s next, the Genesys Multicloud CX™ platform delivers customer experience (CX) your way. Personalize, customize and deliver one-of-a-kind experiences that reflect your brand values and personality with integrated voice, digital and workforce capabilities that unite with your existing systems, scale to your demands and adapt as your needs change.
Ao recorrer à Genesys com o objetivo de expandir as opções para entrar em contato com a Company Nurse (telefone, mensagens de texto, chat e muito mais), conseguimos aumentar as chances de um colaborador lesionado entrar em contato conosco e melhorar nossa capacidade de controlar lesões no local de trabalho.
— Henry Svendblad, CTO, Company Nurse
Genesys Multicloud CX oferece à Microsoft e aos nossos parceiros os impulsionadores que necessitamos para otimizar um grupo global de agentes com habilidades em vários idiomas e oferecer experiências excelentes aos clientes de forma consistente.
— Matt Hayes, Gerente Principal de Programas, Microsoft
Every customer is unique. Their journey with you should be, too. Go beyond traditional personalization and automation to orchestrate tailored experiences that delight customers and build loyalty. Use customer data across all touchpoints — even beyond the contact center — to understand intent, anticipate needs and connect individualized interactions into fluid journeys. Give bots and agents real-time orchestration possibilities based on your customers’ unique cross-channel behaviors — without setting up complicated rules and workflows. Break down barriers between service, marketing and sales to transform your contact center into a centralized hub for consistent people-centric engagement.
Provide seamless omnichannel experiences with an all-in-one digital and voice solution. Conversational chatbots empower users with satisfying self-service. Predictive engagement initiates interactions at just the right moment to reduce customer effort and frustration, preventing abandoned journeys. When a human touch is needed, AI-powered routing ensures every customer reaches the best agent to meet their needs. Agents manage calls, chats, messages and more from an intuitive unified desktop. Speech and text analytics provide real-time agent support with next-best steps. And with full context and conversation history, agents deliver fluid experiences even when the customer changes channels.
Simplify your investment with an integrated solution for customer and employee experiences. Native integration speeds deployment, cuts IT burdens and reduces overhead. Having native WEM tools in the same desktop that agents use every day encourages adoption and empowers them to improve their own performance. Historical and contextual data from customers and employees combines to drive intelligent routing. Conversation analysis identifies agent behavior patterns and flags opportunities for targeted coaching in real time. And the unified platform aligns agent productivity with customer satisfaction to enable better experiences for customers and employees.
With the scale and flexibility to navigate today’s challenges and build future solutions, Genesys is the last contact center platform you’ll ever need. Leverage existing cloud commitments with the ability to host Genesys software on any major cloud, including Amazon Web Services, Microsoft Azure and Google Cloud Platform. Get all the building blocks required to compose your optimal mix of capabilities to deliver proactive, tailored experiences that build customer loyalty. With continuous deployment, Genesys capabilities keep expanding — and so do your possibilities. It’s like having an innovation partner who empowers you to lead the way — no matter what the future brings.
Genesys makes it easy to deliver better customer and agent experiences. Request a free demo to see how our cloud call center software enables great customer service. Simplify your call center operations and the demands on IT. Give your service teams more time to focus on what matters most — your customers.
We’ll contact you directly to set up a date and time that works with your schedule.
A cloud contact center is the central point, hosted on an Internet server, from which all inbound and outbound customer communications are handled…
A multichannel cloud contact center is a customer experience solution that integrates multiple touchpoints…
Workforce management (WFM) is the process of strategically optimizing the productivity of employees to ensure that all resources are in the right place at the right time…
Pick the perfect plan for your business — our flexible pricing is designed with you in mind…